Job Summary: We are seeking a professional to manage fault diagnosis and follow-up, providing first-level telephone technical support and ensuring operational efficiency. Key Highlights: 1. Technical support and machinery diagnostics experience 2. Remote technical diagnostics and problem resolution capability 3. Opportunities for training and professional development We are mateco, a strategic partner. Since our arrival in 2022, we have worked with the firm objective of becoming one of the leading providers in the rental of lifting equipment. Over the years, we have grown and evolved, consolidating ourselves as leaders in the rental sector of aerial work platforms, telehandlers, forklifts, generators, and backhoe loaders from the best brands in the market. We invite you to join our team. Location: The position is located in *Tepotzotlán, State of Mexico*. **Required Profile:** * Technical or engineering education (preferably in mechanics, electromechanics, or related fields). * Experience in technical support, help desk, or machinery diagnostics (preferably Genie, JLG, Skyjack, or similar platforms). * Knowledge of interpreting electrical and hydraulic schematics. * Capability for remote technical diagnostics. * Ability to coordinate teams and track multiple cases. * Experience using CRM systems or ticket management platforms. * Ability to read and use technical manuals. * Excellent communication and problem-solving skills. **Job Objective:** To manage the receipt, initial diagnosis, and follow-up of faults reported by customers or internal staff, providing first-level telephone technical support. The role involves resolving or triaging incidents before escalating them to the field technical team, ensuring operational efficiency and timely customer response. **Main Responsibilities:** * Answer calls from customers and colleagues to diagnose technical failures, aiming to resolve them remotely whenever possible. * Register and maintain detailed follow-up on faults until closure. * Escalate complex cases to the field technical team and coordinate assignments. * Manage documentation for site access and supervise compliance by technical staff. * Validate work reports, hours logged, and case closures. * Support planning and execution of preventive and corrective maintenance. * Monitor technical team operational status and availability, ensuring regulatory compliance. * Manage spare parts and material orders with a focus on efficiency and availability. * Determine whether a fault can be resolved remotely or requires dispatch of a technician. **Additional Benefits and Perks** * Competitive salary * Statutory benefits from day one * Savings fund * Grocery vouchers * Year-end bonus exceeding statutory requirements * Vacation bonus exceeding statutory requirements * Life insurance * Major medical expense insurance * Opportunities for training and professional development * Safe and respectful work environment * Potential for growth within the company.